Feedback Be careful with your spelling - complaint / received / installed / installation / guidelines / qualified 'concerning' = 'about' so no need to use both You need to say 'throw away into' robber / robbery / burglar / burglarly Ellen Ma is a woman For the second email, you still need to email format and subject line Grammar of 'suggest' - suggest doing something / suggest that we do something Careful with your cause and result language- 'The resident complained about rude staff. The staff were rude because they had not received training'. In the letter, you need to include the addresses and date- letter format 'Solution to your opinions' is not really an appropriate subject line You need to write 'have implemented' Use 'will' to show that you are going to change something. Using 'would' often depends on a condition, so is not sure. Have a time frame - 'we will change the key system within the next three months'. At the end of the letter, maintain goodwill and provide a contact number if the resident wishes to contact you.
From: Jan Wong, Estate Officer
To: Becky Chan, Accounts Officer
Date: 31/3/2011
Subject: Receiving Resident Complaint
Hi Becky,
How are you? I've just recieved a compaint letter from a resident concerning about three matters. I am confused how to reply to him properly. Please give me some ideas about it.
First, the resident said that there is a risk from lost keys regarding our newly intalled garbage collection system.
Because he lost the keys, he could not throw the garbage to the refuse room until our office opened to give him a spare key. He's also afraid that if the keys fall into the robbery hands, this will become a trouble.
Second, he told us that we should seek for the prior approval of the residents' committee for the intalling of the new garbage collection system. This is because it is against estate management regulations.
Finally, he complained that our staff are rude and unhelpful.
Do you have any ideas to solve the problems for me? Please reply to me as soon as possible.
Cheers,
Jan
Dear Richard,
Recently, I have received a complaint from a resident concerning three problems. After we have investigated into this matter, I am writing to outline the causes and some of my suggested solution.
1. Risk from lost key
The resident said that there is a risk from lost keys regarding our newly intalled garbage collection system.
Because he lost the keys, he could not throw the garbage to the refuse room until our office opened to give him a spare key. He is also afraid that if the keys fall into the robbery hands, this will become a trouble. We suggest to change the security system from using key to entering password. It can avoid the problem of losing keys and robbery.
2. No prior consultation before introduction of change
The resident told us that we should seek for the prior approval of the residents' committee for the intalling of the new garbage collection system. Because some residents would disagree the new changes. Hence, we suggest to have a consultation meeting before implementing any new changes.
3. Rudeness and unhelpfulness of staff
The resident complained that our staff are rude and unhelpful. This is because there is no training for the staff after the employment. Hence, I suggest to provide a training session for the new and current staff each year. The training session will include customer service and provide some guidlines of dealing with the residents who have complaints and problems.
Please consider our suggestions as reference of solutions so that we can reply the resident to retain our company's image and goodwill.
Best regards,
Jan Wong
Dear Ms Ma,
Solutions to Your Opinions
Thank you for your letter which give us some opinions of our services. Regarding your suggestions, we gave implemented some solutions.
Concerning the risk from lost key, we would change the security system from using key to entering password. This new change can avoid the problem which cannot open the refuse room when you lose the key. Moreover, the robbers cannot get the password easily from the residents.
Regarding prior consultation before introduction of change, we would have a consultation meeting before implementing any new changes. There is a voting session after the consultation meeting. If we get 50% of the approval of the residents, the new changes will be introduced.
In relation to the attitude of staff, we would provide a training session for the new and current staff each year. The training session is compulsory to all employees. This can help provide qualitied staff and customer services to all residents.
I hope that these solutions can provide better services to you.
Be careful with your spelling - complaint / received / installed / installation / guidelines / qualified
'concerning' = 'about' so no need to use both
You need to say 'throw away into'
robber / robbery / burglar / burglarly
Ellen Ma is a woman
For the second email, you still need to email format and subject line
Grammar of 'suggest' - suggest doing something / suggest that we do something
Careful with your cause and result language- 'The resident complained about rude staff. The staff were rude because they had not received training'.
In the letter, you need to include the addresses and date- letter format
'Solution to your opinions' is not really an appropriate subject line
You need to write 'have implemented'
Use 'will' to show that you are going to change something. Using 'would' often depends on a condition, so is not sure.
Have a time frame - 'we will change the key system within the next three months'.
At the end of the letter, maintain goodwill and provide a contact number if the resident wishes to contact you.
From: Jan Wong, Estate Officer
To: Becky Chan, Accounts Officer
Date: 31/3/2011
Subject: Receiving Resident Complaint
Hi Becky,
How are you? I've just recieved a compaint letter from a resident concerning about three matters. I am confused how to reply to him properly. Please give me some ideas about it.
First, the resident said that there is a risk from lost keys regarding our newly intalled garbage collection system.
Because he lost the keys, he could not throw the garbage to the refuse room until our office opened to give him a spare key. He's also afraid that if the keys fall into the robbery hands, this will become a trouble.
Second, he told us that we should seek for the prior approval of the residents' committee for the intalling of the new garbage collection system. This is because it is against estate management regulations.
Finally, he complained that our staff are rude and unhelpful.
Do you have any ideas to solve the problems for me? Please reply to me as soon as possible.
Cheers,
Jan
Dear Richard,
Recently, I have received a complaint from a resident concerning three problems. After we have investigated into this matter, I am writing to outline the causes and some of my suggested solution.
1. Risk from lost key
The resident said that there is a risk from lost keys regarding our newly intalled garbage collection system.
Because he lost the keys, he could not throw the garbage to the refuse room until our office opened to give him a spare key. He is also afraid that if the keys fall into the robbery hands, this will become a trouble. We suggest to change the security system from using key to entering password. It can avoid the problem of losing keys and robbery.
2. No prior consultation before introduction of change
The resident told us that we should seek for the prior approval of the residents' committee for the intalling of the new garbage collection system. Because some residents would disagree the new changes. Hence, we suggest to have a consultation meeting before implementing any new changes.
3. Rudeness and unhelpfulness of staff
The resident complained that our staff are rude and unhelpful. This is because there is no training for the staff after the employment. Hence, I suggest to provide a training session for the new and current staff each year. The training session will include customer service and provide some guidlines of dealing with the residents who have complaints and problems.
Please consider our suggestions as reference of solutions so that we can reply the resident to retain our company's image and goodwill.
Best regards,
Jan Wong
Dear Ms Ma,
Solutions to Your Opinions
Thank you for your letter which give us some opinions of our services. Regarding your suggestions, we gave implemented some solutions.
Concerning the risk from lost key, we would change the security system from using key to entering password. This new change can avoid the problem which cannot open the refuse room when you lose the key. Moreover, the robbers cannot get the password easily from the residents.
Regarding prior consultation before introduction of change, we would have a consultation meeting before implementing any new changes. There is a voting session after the consultation meeting. If we get 50% of the approval of the residents, the new changes will be introduced.
In relation to the attitude of staff, we would provide a training session for the new and current staff each year. The training session is compulsory to all employees. This can help provide qualitied staff and customer services to all residents.
I hope that these solutions can provide better services to you.
Yours sincerely,
Jan Wong
Estate Officer